Client Success Manager

Job Description

Randall Reilly, the premier provider of business intelligence solutions to the capital equipment marketplace, has an opening for a Client Success Manager in its Charlotte, NC, office. Our growing community of subscription-based clients consists of Fortune 100 companies, medium-size companies and small dealerships in the agriculture, construction, copiers, finance, lift trucks, machine tools, printing, and trucking industries.

The Client Success Manager is a knowledge-based role responsible for developing and executing strategies resulting in the highest possible retention of subscription clients. The Success Manager will report to the Vice President of Client Experience and serve as a primary interface between Randall Reilly and the client accounts assigned to him/her, ensuring their successful, long-term use of Randall Reilly tools by:
Conducting targeted, consultative training
Accurately and promptly responding to inquiries and requests
Identifying, developing and implementing tools and processes to maximize client engagement, satisfaction and retention
Communicating effectively and regularly with key contacts
Maintaining documentation of up-to-date client contacts, service orders and touch points in a contact management system
Contributing to the development of instructional materials that promote use of, and satisfaction with our technology tools and resources

Requirements and skills:
Self-starter with excellent interpersonal skills that inspire trust and confidence
Client service passion - striving to “WOW” clients with every interaction
Experienced providing technical training or support to non-technical audiences
Excellent oral and written communication skills
Capacity to prioritize requests, then organize, schedule, and coordinate activities and projects
Motivated team player willing and eager to help in any area to drive the business
Voice of the Client (VOC) approach: ability to listen and effectively interpret needs prior to presenting solutions
Aptitude and desire to become a subject-matter expert on Randall Reilly tools and client businesses/industries
Attention to detail combined with the agility to respond to changing priorities
Willingness to seek and receive feedback for continuous improvement
Comfortable spending up to 50% of time on phone or delivering on-line training

Experience and Education
The ideal candidate will have a proven track record as a results oriented, assertive, team player with five years of account management, training or related professional experience. In addition, the ideal candidate will have a Bachelor’s degree and/or equivalent work experience, and be proficient with MS Office (Excel, Word, PowerPoint), web conferencing tools and contact management software.

Equal Opportunity Employer

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